The travel club for hotel lovers

Jobs

Looking for an opportunity to work with one of the travel industry's most stylish and well-loved brands? Here's a list of current vacancies at Mr & Mrs Smith.

Head of UK sales

Location London    
Salary DoE    

We're an entrepreneurial high-growth business that is committed to giving our more than one million global members the ultimate travel experience. We deliver the highest level of customer experience, with offline sales accounting for 35 per cent of our revenue. This role will lead an in-house team of travel experts who sell our luxury travel-club proposition (hotels, villas, experiences, flights and transfers) via phone, chat and email. Together, our London, Los Angeles and Singapore offices offer our members 24/7 sales and support.

Objectives

  • To create a vision and strategy for growing our offline business even further, working with the wider business to give our members the ultimate omni-channel experience
  • To drive the UK sales team with energy, ambition and integrity to exceed their KPIs (sales, call and chat service levels, Salesforce implementation, NPS targets)
  • To ensure the customer experience we deliver to our members exceeds the expectations of even the most discerning traveller 
  • To create a culture that makes us a magnet for the best talent in the luxury and travel industries

Commercial responsibilities

  • Ensuring we meet and exceed our sales targets
  • Driving sales, working with CRM, digital and marketing to develop long-term strategic initiatives and near-term trading actions
  • Evolving the sales team from reactive, waiting for the phones to ring, to proactive: nurturing long-term relationships with our most valuable members to ensure Smith24 become the go-to team for all our members’ travel requirements
  • Alongside our growth in our core hotel product, developing the team to become expert in cross-selling and upselling to newer product categories (villas, experiences, flights and transfers)
  • Working with chief growth officer to set monthly and quarterly sales-team KPIs that deliver against our wider company targets

Member-experience responsibilities

  • Working with the marketing department to constantly improve the experience we give our members to exceed their expectations and stay ahead of our competitors
  • Working with Smith24 management to define the service we want to deliver for our members and the KPIs we use to measure performance 
  • Supporting the team in turning customers with complaints into evangelists
  • Monitoring NPS scores and ensuring all NPS reviews below seven are resolved with the member and addressed with individual consultant
  • Working directly with members to resolve escalated complaints

People-management responsibilities

  • Leading the team with conviction and passion, creating a culture of continual improvement
  • Mentoring and coaching individuals to consistently drive performance
  • Conducting monthly one-on-one meetings to review sales performance with team leaders
  • Identifying needs for ongoing sales training to improve product and sales capability and designing and delivering programmes to help staff continually develop 
  • Working with the chief of staff to refresh our recruitment and onboarding processes to ensure we’re always attracting and retaining the best sales talent
  • Monitoring and reviewing new starters with team leaders at 30-, 60- and 90-day intervals
  • Providing team leaders with advice and assistance in the management of the wider sales team
  • Implementing the capability policy and conducting refresher training where required 
  • Holding quarterly one-to-one meetings with sales consultants and team leaders
  • Working with hotel partnerships and product teams to assess prime familiarisation-trip destination requirements
  • Being on-call for sales-team emergencies beyond normal working hours

Administrative tasks

  • Developing weekly, monthly and quarterly reporting and analysis of sales data using Looker and SalesForce to identify team inefficiencies, unmet needs, opportunities for growth and booking trends
  • Implementing personalised data reporting for individual sales consultant on a weekly, monthly and quarterly basis to pinpoint underperformance and increase sales potential
  • Providing regular data-led insights to the wider business in weekly trading and monthly review meetings, identifying areas for improvement and new sales opportunities
  • Ensuring the sales team is briefed on all marketing and CRM campaigns
  • Managing relationships and project development with our telephony partner NewVoiceMedia
  • Working with our in-house Salesforce developer on changes to improve our CRM tools and team adoption
  • Reviewing and releasing KPI and PRP results
  • Working with the accounts department to track complaint and error expenses and deliver compensation under budget 
  • Representing Mr & Mrs Smith at marketing and sales events and Smith24 at hotel partnership and products events
  • Planning and delivering the annual S24 Awards

Requirements

  • Proven leader who can inspire and motivate their team
  • Relentlessly results driven, delivering constant improvement
  • Never happy with the status quo: always questioning and challenging the business to move forward
  • Entrepreneurial spirit, and the ability to work with limited budgets to maximise impact and encourage new ways of thinking
  • Commercial brain with ability to understand the cultural nuances of a luxury brand
  • Comfort dealing with change and leading change
  • Resilience to deal with knocks and keep smiling
  • Ability to serve as a brand ambassador for Mr & Mrs Smith, reinforcing the Mr & Mrs Smith personality, professionalism, sense of fun and brand values
  • A keen awareness of style

To apply, please send a cover letter and CV (as a PDF) to [email protected]. (We can only respond to CVs with the requested experience.)

-----

Partnerships-support executive

Location London    
Salary DoE    

The partnerships support executive will report to the regional manager of hotel and villa partnerships and provide first-class support to a portfolio of new and existing hotel, villa and B2B partners. The successful candidate will contribute to the wider global team, ensuring the business continues to invest in the areas of largest return, and contribute beyond their day-to-day role to the commercial team and broader business, both culturally and commercially.

Responsibilities:

  • Serving as the first point of contact for all hotel and villa partners, assisting and responding to queries and requests in a timely manner 
  • Providing B2B booking-partner support (including British Airways Holidays, DialAFlight, Vitality and Discovery)
  • Handling multiple queries simultaneously by phone and email with flair and personality
  • Working alongside our hotel and villa partners to ensure their properties are represented to a high standard, including loading offers, training on Smith’s systems, connecting them with third-party channel-management systems and making sure all properties on the site comply with our terms and conditions
  • Overseeing the addition of new hotels and villas to our site, including systems training
  • Improving and maintaining product quality, including rates, offer depth and inventory availability
  • Dealing with all extranet-related queries, both externally and internally
  • Working closely with our expert team of travel specialists to resolve any barriers to booking
  • Contributing to the wider partnerships team, meeting and exceeding KPIs

Requirements

  • Fluency in Italian to business standard 
  • Travel-industry experience, preferably with an online travel agent or other online environment
  • Ability to stay calm and positive under pressure, and to diplomatically resolve difficult situations
  • Commercial acumen and an analytical mindset
  • Ability to work in a fast-paced team, prioritising a busy workload
  • Understanding of hotel distribution, rates and inventory management
  • Love of boutique travel and a keen eye for style and design
  • Exceptional communication skills and an innate ability to engage people from all walks of life 
  • Attention to detail and exemplary follow up
  • Familiarity with Google Drive, Microsoft Office (Excel proficiency is a must), and quick adoption of new databases and systems
  • Legal eligibility to work in London

To apply, please send a cover letter and CV (as a PDF) to [email protected]. (We can only respond to CVs with the requested experience.)

-----

Member services team leader 

Location London    
Salary DoE    


Reporting to: Head of member services 

Working with: 
 - Smith24 
 - GoldSmith concierge 
 - Hotel and villa partnerships 
 - Hotel support 

Direct reports: Member-services consultants 

The member services team are the first point of contact for all Smith members. They are responsible for handling multiple member queries simultaneously via phone, email and live chat with flair and personality.  

  • Complaint resolution – resolving any issues for Smith members in a timely manner and keeping the member at the forefront of the decision making process
  • Assisting members with after-sales and membership queries, such as cancellations and amendments to bookings 
  • Manage a portfolio of Smith properties to ensure we have the most competitive rates to offer our members 
  • Maintain agreed service-level averages by responding to all interactions with members in a timely and effective manner 
  • Providing the highest level of customer service to our members to ensure they book with Smith time and time again 

Responsibilities

  • Work closely with the head of member services to ensure the smooth day-to-day running of the member-services team 
  • Ensure the Member Services team are hitting their KPIs and supporting the team by working with the rest of the business to remove issues that cause consistent complaints and impact the achievement of the KPI targets
  • Assist the member-services team with day-to-day queries and provide ongoing support to increase your team’s skills
  • Remain an active member of the Smith24 member-services team, handling member queries
  • Conduct monthly one-to-one meetings with your team to provide constructive feedback and a development plan tailored to each team member 
  • Arrange and carry out training sessions for your team (systems, complaints, call coaching, etc.) 
  • Assist with S24 admin tasks, e.g. eNett generation and adjustments and voucher creation
  • Oversee rate parity portfolios, ensuring the member-services team is improving parity scores across the collection (including managing own rate parity portfolio)
  • Ensure the S24 inbox is swiftly delegated and actions are taken in agreed time frames, allocating work fairly among the team 
  • Coach and develop the team in effective customer-complaint handling, ensuring complaints are prioritised and dealt with swiftly
  • Handle escalated member complaints, keeping the customer at the forefront of the decision-making process 
  • Monitor calls and carry out spot checks to ensure agreed service levels are maintained
  • Assist the head of member services with recruitment 
  • Coordinate and deliver a two-week training programme for new starters  
  • Assist the head of member services in implementing team incentives and targets, ensuring they are motivating for the team and drive positive behaviour 
  • Represent the team, including compiling meeting agendas, raising issues to management where needed and attending management meetings
  • Oversee live chat and typeforms, ensuring that the member-services team is helping members complete bookings, and devise a rota to ensure global coverage 
  • Assist the head of member services to compile team schedules 
  • Assist the head of members services to calculate KPI results 
  • Work alongside the head of member services to improve team efficiencies and reach agreed KPI targets 

Requirements

  • Availability to work Monday to Friday 
  • Ability to remain calm and positive under pressure
  • Efficiency and organisation
  • Excellent attention to detail
  • Possess strong written and verbal communication skills 
  • Have confidence when working in a dynamic environment with a mature outlook, professional attitude, and team-oriented approach

 
To apply, please send a cover letter and CV (as a PDF) to [email protected]. (We can only respond to CVs with the requested experience.)

-------

Junior credit controller

Location London    
Salary DOE (circa £20,000–£22,000 a year)    

We’re looking for a junior credit controller to join our London-based accounts team in our Shepherd’s Bush office.

Responsibilities

  • Following up on outstanding payments (by email and phone)
  • Monitoring and handling all invoice-related queries
  • Maximising cash flow by efficiently resolving queries and communicating with clients 
  • Overseeing the housekeeping of accounts
  • Sending out invoices 
  • Ensuring debts are paid within a set timeframe and minimising the number of debts unpaid after 60 days
  • Allocating cash receipts in Google Docs and Sage
  • Managing customer ledgers
  • Ensuring highly accurate records are maintained
  • Reconciling Google Docs and Sage
  • Performing ad-hoc tasks as required


Requirements

  • At least a year of experience in a similar role


To apply, please send a cover letter and CV (as a PDF) to Natasha Shafi before 23 November. (We can only respond to CVs with the requested experience.)

-----

Senior PHP Symfony developer

Location London    
Salary DOE    

We’re looking for an experienced PHP/Symfony3 senior web developer to join our expanding in-house development departm. As the newest addition to a growing department, you will work on our well-known travel website developing both front- and back-end systems and using several technologies, including Symfony3, PHP7, MySQL and ElasticSearch. Ultimately, we’re after a bright, analytical, reliable, self-motivated and experienced developer, keen to join an exciting luxury-travel company that prides itself on building cutting-edge creative and technical solutions.

Requirements

  • Excellent problem-solving skills and approach to challenges  
  • Thorough knowledge of Symfony3
  • A love of using and teaching best practises, such as DRY and SOLID 
  • Desire to live and breath unit testing 
  • Fondness for stand ups, sprint planning and retrospectives 
  • High motivation, a proactive nature and keenness to help develop the team
  • Ability to be comfortable in a Project Lead position 

Desired

  • Experience working in the travel industry; understanding how rates and availability work would be a major plus
  • Experience working with CMS or e-commerce systems
  • Experience working with high-traffic websites
  • Experience working with medium- to high-transaction websites
  • Working knowledge of ElasticSearch

To apply, please send a cover letter and CV, as a PDF, to [email protected]. (We can only respond to applications with the requested experience.)

-----

Member-services consultants

Location London and Los Angeles    
Salary £25,000, or local equivalent, plus bonus    

Responsibilities

  • Serve as the first point of contact for all Smith members
  • Handle multiple member services queries simultaneously via phone, email, live chat and social forums with flair and personality
  • Answer after-sales and membership queries and provide the highest level of customer service to members 
  • Provide a travel-concierge service to members before, after and during their trips 
  • Manage complaints for any OB bookings, ensuring Smith always puts the member first
  • Maintain service-level averages by responding to all interactions with members in a timely and effective manner
  • Where required, support the Smith24 sales team by assisting prospective customers with their travel queries
  • Handle live chat and typeforms for all members
  • Proactively sell Smith Get a Room gift vouchers and memberships 
  • Manage a portfolio of properties to ensure we have rate parity across our collection 

Requirements

  • Availability to work on a full-time basis on a rotating-shift schedule, incorporating seven days a week from 7am to 5pm
  • Ability to remain calm and positive under pressure
  • Must be highly organised with an efficient personality
  • Excellent attention to detail, with strong communication skills (both written and spoken)
  • Confidence when working in a dynamic environment
  • Mature outlook, professional attitude and team-oriented approach
  • Ability to analyse and resolve difficult situations diplomatically
  • Passion for customer service 

Desired

  • Experience working in a hotel or at a travel agency
    Fluency in other languages, particularly European

To apply, please send a cover letter and CV, as a PDF, to [email protected]. (We can only respond to applications with the requested experience, and applicants must be eligible to work in Singapore.)

-----
 

CRM Manager

Location London    
Salary DoE    

 

Mr & Mrs Smith is seeking a customer-relationship manager to deliver the membership programs and all aspects of CRM, support retention and growth of the membership base and deliver profitable sales across Mr & Mrs Smith’s growing proposition. In this role, you’ll support the development of and evolve the global CRM strategy, working across the full mix of membership propositions to deliver a differentiated and customer-centric experience. You’ll oversee the communication plan for CRM, including the delivery of emails within the established customer journey of our members.

Responsibilities

  • Support the management of the Smith membership program, benefits and retail partnerships
  • Create, plan and execute communications to key customer segments globally, including promoting the benefits of Smith membership
  • Ensure membership content across key channels (ecomms, website, app, Smith24) is current, relevant and engaging
  • Manage the incumbent partners for the executing the communication strategy (direct mail, SMS, email)
  • Create, compile and design triggered email flows based on a number of agency attributes such as tiers, business segment, lifecycle stage, point of sale and tool usage
  • Monitor and track marketing campaign performance, and implement corrective actions when necessary
  • Be a champion of test and learn, ensuring testing, data and research are at the heart of all decision making
  • Gather agent feedback and insights, and share with relevant stakeholders
  • Identify and implement marketing best practices
  • Interpret results confidently and communicate them to others
  • Track performance and report on the success of all campaigns
  • Review and share insights from monthly reports, actioning relevant feedback
  • Periodically benchmark relevant competitive loyalty programs for learnings, insights and relevant actions

Requirements

  • At least years of experience with CRM and email marketing
  • Experience of loyalty marketing and customer retention
  • An ability to implement CRM strategy
  • Data-driven, digital enthusiast who enjoys digging into numbers
  • A love of working in an entrepreneurial, fast-paced environment
  • Keenness to test hypotheses and learn, making cases with data-driven insights
  • Ability to prioritise and work flexibly, with a problem-solving attitude
  • Excellent communication, organisational and project management skills
  • A natural collaborator: ability and willingness to work between teams, functions and geographies
  • Experience with campaign-management tools is an advantage, especially SailThru
  • Experience using reporting tools, ie Google Analytics and Looker, is useful but not essential

To apply, please send a cover letter and CV, as a PDF, to [email protected]. (We can only respond to applications with the requested experience.)

-----

Hotel and villa partnerships intern

Location London    
Salary Lunch and travel allowance    

Mr & Mrs Smith is looking for an intern to assist the hotel partnerships team for three months. The role is based in our London office.

Responsibilities

  • Checking competitor sites, as well as hotels’ own sites, to maintain and improve our rates and offers 
  • Assisting the partnerships team in cross-referencing images for new hotels, ensuring all files meet our requirements
  • Sourcing and logging new pictures for existing hotels, working with the art department to make sure changes are made on time
  • Monitoring and logging marketing initiatives for our collection of hotels across all markets
  • Checking new hotel launches to optimise location, images and key selling points after checks by staff
  • Following up with hotels for missing reviewer vouchers
  • Contacting hotels who haven’t completed necessary forms, making sure there are no obstacles to completion
  • Updating hotel contact information in Salesforce

Requirements

  • Ability to work in a fast-paced team and prioritise a busy workload
  • Attention to detail, promptness and accuracy 
  • Exceptional communication and organisational skills
  • Familiarity with Google Drive and Microsoft Office (Excel proficiency is a must), and quick adoption of new systems
  • A keen eye for style and design

To apply, please send a cover letter and CV, as a PDF, to Jenny Mouyon as soon as possible. (We can only respond to applications with the requested experience.)

-----

Internships at Mr & Mrs Smith

Location LONDON    
       

Mr & Mrs Smith has ongoing internship programmes for UK residents in a number of departments at our London office, and we’re always interested in hearing from bright, motivated and travel-savvy students and graduates eager to dip their toes in the boutique-hotel world.

Placements are available in the following departments:

Design

Our small but versatile design department has a 2–3-month internship available for a bright, organised and visually orientated intern interested in gaining experience of working with large-scale image libraries. The role may involve assisting our picture editor in requesting, selecting and uploading images of the world's most spectacular hotels for Smith's assorted websites. If you've a great eye, good written and communication skills, an organised approach and some experience of Photoshop, please get in touch.

Commercial

We are on the hunt for a motivated applicant to join Smith's commercial department for a two-month full-time placement. The role would best suit someone who is detail-focused, tech-confident and interested in gaining insight into the travel industry

The succesful applicant will help contribute to the smooth operation of the commercial team, with particular focus on maintaining Mr & Mrs Smith's competitiveness in price and availability online. For this, excellent communication by email and phone and strong interpersonal skills are required. Other tasks may include assistance in research of curation trips, which entails mapping prospective hotels as well as gaining information on their suitability for the collection.

Online marketing

Our busy online marketing department is looking for interns who can commit to a minimum of two months, either full-time or part-time. Working at the vangard of marketing technology, you'll be assisting with our global paid-search accounts, as well as undertaking research and competitor analysis. This internship will give you a broad understanding of key online marketing channels and insight into how successful campaigns are built. We need someone who isn't afraid of spreadsheets and working with data, and the internship would be perfect for someone looking to forge a career in this exciting and rapidly growing area.

Smith24

This internship, lasting two to three months, gives you the chance to work alongside our boutique hotel experts, at the frontline of Mr & Mrs Smith. You will be representing our brand to our members, assisting with taking calls, be actively involved with our online booking service, delivering our highly regarded after-sales service, and making sure every detail is taken care of so that our members are guaranteed the perfect Smith stay.

Administration

We’re on the prowl for someone who’s enthusiastic, friendly and looking for all-round office experience. Duties will include helping with picture editing, answering and redirecting calls, arranging meetings and general office administration: updating databases, keeping track of stock and ensuring the day-to-day maintenance of the Smith office. There’ll also be plenty of opportunities to meaningfully assist other departments.

If you’re interested in any of the interning opportunities above, please send your CV and a cover letter outlining your skills and availability to [email protected], specifying which role you are applying for in the subject line.